Assistant Vice President Operational Learning & Performance (OLP)

You are as unique as your background experience and point of view. Here youll be encouraged empowered and challenged to be your best self. Youll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day youll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life were driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring authentic bold inspiring and impactful.

When you join Sun Life youll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions so you can make a meaningful difference in our Clients lives.

Discover how you can make a difference in the lives of individuals families and communities around the world.

Job Description:

Overall Purpose

The Assistant Vice President Operational Learning & Performance (OLP) leads a team of 80 employees across Canada and Asia. They are accountable for enabling Canadian Operations teams to consistently deliver Sun Lifes customer experience business and productivity outcomes by building and operating an AIenabled insightdriven learning quality and knowledge management operating model.

OLP embeds learning knowledge and readiness to prepare for operational change and reinforces performance inproduction accelerating timetoperformance reducing earlytenure attrition preventing quality defects and protecting productivity as Operations scale and adopt AIenabled capabilities.

Responsibilities

Vision & Leadership

• Define and execute the vision roadmap and operating model for Operational Learning Quality and Knowledge Management aligned to Operations priorities
• Lead a large geographically distributed multidisciplinary organization supporting Canadabased and global delivery Operations
• Build a consultative pragmatic outcomefocused culture grounded in data insight and operational execution

Business Partnership & Performance Enablement

• Act as a strategic business partner and trusted advisor to Operations leaders diagnosing performance gaps co-creating solutions and enabling timely practical interventions
• Establish shared accountability with Operations leaders for capability building sustained performance improvement and customer outcomes
• Provide rapid insight and guidance regarding onboarding process changes and academy rollouts to enable fast corrective action

Learning Capability & Performance Enablement

• Design and evolve an endtoend Operations learning ecosystem spanning onboarding role readiness continuous upskilling and performance reinforcement
• Coown timetoproficiency and role readiness outcomes ensuring associates reach productivity quality and Client Experience expectations quickly and sustainably
• Monitor earlytenure attrition productivity and quality trends using integrated learning QA and performance insights to identify root causes and adjust enablement strategies
• Support Operations to embed learning knowledge and readiness to prepare for operational change ensuring new products processes tools and policies are fully supported
• Ensure readiness of operational and technology change

Quality Insight & Analytics

• Operate and evolve a modern riskbased quality and performance insight model supported by AIenabled tools (e.g. Amazon Connect / Contact Lens)
• Ensure quality and AI signals are trusted calibrated and valueadding
• Translate insights into clear actionable priorities for learning coaching and operational intervention
• Enable Operations leaders and Team Leaders to focus coaching where it matters most through role team and individuallevel insight

Knowledge Management & Digital Enablement

• Own enterprise knowledge management strategy standards and operational integration
• Drive adoption of consistent digital and AIenabled knowledge solutions that support frontline execution and decisionmaking

Innovation & Operating Model Evolution

• Build modern OLP roles and operating models fit for an AIenabled future
• Partner closely with Technology Client Experience Office (CXO) Workforce Management Data & Analytics and Transformation teams to enable endtoend outcomes

General Criteria for Job Application

• 10 years of senior leadership experience in large complex Operations call centers BPO and/or shared services
• Proven success transforming learning quality or performance functions at scale
• Experience leading large distributed global teams
• Strong partnership and collaboration experience with senior Operations CX and Technology leaders
• Experience in regulated environments (financial services an asset)
• Deep expertise in modern learning systems quality models analytics and AIenabled performance insights (Amazon Connect / Contact Lens experience an asset)
• Strong ability to translate data into operational decisions and frontlineready actions
• Executive presence with the ability to influence without authority in matrixed environments
• Pragmatic outcomefocused change leader and clear structured communicator
• Bilingualism is an asset

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